Features
AI agents for customer service from knowledge base
Voice of Customer: aggregate feedback from 50+ sources
Sentiment analysis and trending detection
Auto-resolve common support tickets
Smart team routing (e.g., refunds to payments)
Human-in-the-loop oversight and feedback
Built-in AI guardrails for safety and compliance
SOC 2, GDPR, HIPAA, and PDPL compliance
Role-based access control and audit logging
Encryption of data in transit and at rest
Multi-language and multi-channel support
Customizable feedback dashboards
Real-time behavior suggestions for agents
Omnichannel interaction analysis (voice, digital)
Automated complaint management
Sales effectiveness coaching in real time
Customer sentiment measurement
Copilot for agents, supervisors, and leaders (Core+)
AI agents for self-service and proactive engagement (Complete+)
Automated summary of interactions
Gamification and employee knowledge portal
Bring your own transcription (Ultimate)
Quality management and performance management
Service Automation (Complete+)
Prebuilt CRM integrations (Ultimate)
Integrations
NICE Customer Engagement Analytics
NICE Interaction Analytics
NICE Performance Management
NICE Workforce Management
Prebuilt CRM integrations
Bring your own knowledge base
